How do I return my Virgin Media equipment?

Last updated: August 22, 2018

When you buy Virgin Media TV, Fibre and Phone services, we loan you the kit as part of your services. This means that if you disconnect or change your Virgin Media services, we may ask you to return your kit.

Kit we'll need returned

The kit we'll need back can change from time to time as we improve our services. If you have kit we need back we'll let you know when your services change or disconnect.

You’ll be able to return it free of charge via Collect Plus which operates over 5000 outlets across the UK, so you’re never far from a drop off point.

If we don't need your kit back we ask that you dispose of it in an environmentally friendly way.  To make this easier, Virgin Media are part of the Government approved Distributor Take-Back scheme (DTS). This means we're helping to fund a network of collection points near where you live, where you can drop off your old kit for recycling, free of charge. To find your nearest collection point, just go to recycle-more.co.uk

 

How does it work?

When you disconnect or change your services we’ll send you a pre-paid postal returns pack for any kit we need you to return.

All you need to do is put our kit in the pack, attach the label that's included and go to a Collect Plus store. They’ll give you a receipt that lets you track your package, so you know when we’ve got it back. To find your nearest Collect Plus store, please visit collectplus.co.uk/virgin

Take a look at our handy video explaining everything you need to know about packing your kit.

I’m moving out of my address, so I won’t get the returns pack.

Not to worry, we can send the returns pack to any UK address. Just let our team know where you're going when you arrange your disconnection, and we’ll take care of the rest.

 

What happens if I don't get a returns pack?

If you’ve not got the returns pack within 10 days of your disconnection, you can re-order  returns packaging here keepup.virginmedia.com/returns

How do I know you've got the kit back?

If we have your email address we'll send you an electronic receipt to confirm we've received the equipment at our warehouse.

You'll also get a receipt from the Collect Plus store with a tracking number. You can keep an eye on the progress of your pack at collectplus.co.uk/track

 

I don’t have a returns label

If the returns label on your pack is damaged or missing and you need a replacement, just give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 4 and we'll get one sent to you.

 

Do I need to return everything?

When you disconnect or change your services we’ll let you know what kit we need back. When you send back the requested kit, please remember to include any power supplies and remote controls.

If we don’t get the kit back we've requested, then we may charge to replace it. If we decide to do this, we’ll let you know.

 

I can't get to a Collect Plus store, what can I do?

Collect Plus have over 5000 outlets nationwide at local convenience stores that are open early to late, so you should be able to find a location near you.

If you're registered as accessible customer and don’t have anyone that can take the equipment to a Collect Plus store for you, please give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 4.

 

What happens if the kit is damaged after I've given it to Collect Plus?

Don’t worry. All our packs are insured with Collect Plus, so if it gets damaged in transit, you’re covered.

 

I had some problems sending my package via my local Collect Plus store. Who do I contact?

We’re really sorry if you had any problems sending your pack to us. Please contact Collect Plus at collectplus.co.uk/contact who'll be able to help further.

I've misplaced your kit, what happens?

If you don't return the requested kit when you disconnect, we’ll need to charge you to replace the missing kit. When we charge you, we’ll send you a text message and email to let you know of the replacement cost.

 

Why have I been charged to replace your kit?

All our kit is loaned as part of the services we provide. If we’ve told you we need kit back and don’t receive it we have to replace it, and charge you, as set out in our terms and conditions.

 

I've been charged to replace your kit, but I sent it via Collect Plus. What do I do?

Not to worry, give our team a call with the tracking number from the Collect+ receipt. Once we’ve confirmed that you sent it back, we’ll cancel the charge.

 

I’ve found the kit you’ve charged me to replace. What can I do?

We’ll need to send you a returns pack. Once we get the kit back we’ll cancel the charge.

If you’ve been charged to replace your kit or need a returns pack just call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 4.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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